Availability of OCR services: OCR will provide all customers with access to its case resolution process by making staff available to speak with customers at a time and in a manner that are mutually convenient, and by making OCR’s services readily available.

Clarity of communication: OCR’s communication with customers, including customers who have limited English proficiency and customers with disabilities, will be clear and understandable.

Consideration for customers: OCR will be considerate of customers’ needs and circumstances, including time, when making requests for data or other information.

Courtesy: OCR will treat all customers with courtesy and respect.

Fairness: OCR will conduct case resolution activities in a manner that is objective, unbiased, and impartial.

High quality of case resolution activities: All OCR case resolution activities will be conducted consistent with applicable laws, regulations, policies, and procedures and established agency quality standards.